Financial call centers hit by rising fraud attacks: TransUnion report
PALO ALTO, UNITED STATES — The call center is becoming a target of fraudsters, and nearly two-thirds of breaches in the financial sector have originated in call centers, according to a TransUnion report.
In an article written by Rahul Kumar, Vice President and General Manager for Financial Services at Talkdesk, he states that the unauthorized use of phones, emails, and AI-enabled deepfake voice technology by criminals poses a significant threat to defense systems, necessitating real-time and multiple layers of multifactor security approaches in institutions.
Layered defense strategies to combat evolving fraud tactics
According to research by Ivan Milenkovic, published in Twosense, one important solution is the use of multi-factor authentication (MFA), which stops 99.9% of account hacks and involves a combination of passwords, device checks, and biometrics.
Nevertheless, since deepfake technology poses a threat solely to voice biometrics, companies need to implement multiple layers to ensure that they can provide users with trustworthy authentication.
The prominent platforms have made it possible to exchange escalations with ease, allowing service agents to produce additional verification without embarrassing the actual customer.
Real-time AI monitoring to detect sophisticated anomalies
The current status of statistical fraud-detection systems is inadequate against modern, sophisticated attacks, so a shift to AI-supported real-time analysis is underway.
Innovative tools are used to isolate the tone of voice, the delay of replies, and the peculiarities of conversation, such as artificial hesitations or unnatural speech patterns, to identify possible fraud.
Information about the location and device also enhances real-time defenses. Specific phone calls or phone numbers in high-risk regions or compromised systems can be automatically blocked.
Additionally, known patterns of system behavior can be used to distinguish between legitimate users and malicious actors. Financial institutions that have implemented these dynamic systems can avoid low-and-slow attacks, in which fraudsters gather information over time to evade detection.
Proactive, adaptive fraud prevention
As threats grow more sophisticated, financial firms must merge MFA, AI monitoring, and continuous verification into a unified defense.
The goal is to stay ahead of criminals while minimizing friction for customers. Institutions that adopt this layered approach will not only reduce breaches but also safeguard trust in an era of relentless innovation in fraud.
